Modern ecommerce brands face thousands of customer complaints every month: from delayed deliveries to refund disputes. Robylon’s AI complaint-resolution chatbots detect dissatisfaction, create tickets automatically, and resolve issues in real time, cutting response times by over 90% while maintaining empathy and tone consistency.
Key Capabilities
| Capability | Description |
| Complaint Detection | Identifies frustration or dissatisfaction using contextual sentiment and intent analysis to trigger complaint workflows early. |
| Automated Case Creation | Logs the issue into CRMs like Freshdesk or Zendesk with full order, delivery, and customer context for seamless follow-up. |
| Real-Time Resolution | Executes actions such as issuing refunds, initiating replacements, or rescheduling deliveries through direct API integrations. |
| Policy-Aware Responses | Applies brand return, refund, and compensation policies dynamically to ensure compliance while minimizing escalations. |
| Adaptive Policy Enforcement | Adjusts refund or escalation rules based on order value, product category, region, and customer tier — ensuring cost control and fairness without delays. |
| Escalation Management | Routes unresolved or time-sensitive complaints to human agents using SLA-based escalation logic, with complete chat and order history attached. |
| Personalization | Uses customer order data and prior interactions to personalize every response, avoiding repetitive questions and improving satisfaction. |
| Customization & Extensibility | Offers full no-code customization — edit titles, subtitles, colors, header and agent images, placement, footers, message sounds, disclaimers, and feedback prompts. Brands can tailor every visual and behavioral aspect to their identity. |
| Multi-Channel Support | Operates consistently across chat, email, WhatsApp, Instagram DMs, and in-app messaging for omnichannel complaint handling. |
Why Ecommerce Brands Choose Robylon
| Evaluation Criterion |
Robylon Implementation |
| Auto-Resolution Rate |
Up to 95% complaints resolved automatically, with context-aware workflows. |
| Context Continuity |
Tracks user state and prior turns across sessions and channels. |
| Backend Integration |
Connects with Freshdesk, Shopify, OMS, inventory, and refund APIs. |
| Policy & Escalation Logic |
Enforces brand rules dynamically with SLA-based routing. |
| Sentiment & Urgency Detection |
Detects tone and escalates angry or high-value customers immediately. |
| Customization & Extensibility |
No-code interface branding and behavior configuration. |
| Analytics & Learning |
Measures CSAT, resolution rates, deflection, and quality scores for self-improvement. |
| Compliance & Security |
SOC 2, GDPR, CPRA, and HIPAA compliant. |
| Scalability |
Supports 100K+ monthly chats for enterprise ecommerce. |
| ROI |
Reduces support costs by 30–40% and resolution time by over 90%. |
Example Outcomes
- Ecommerce brand using Robylon’s chatbot integrated with Freshdesk: 94.4% of chats resolved automatically with an average 30-minute resolution time and rising CSAT.
- Fashion and logistics brands: Up to 90% automation in shipment and refund complaints, reducing agent load and improving retention.
Secure and Reliable by Design
Robylon’s infrastructure is continuously monitored and encrypted at rest. All integrations and API actions comply with SOC 2 and GDPR standards, ensuring customer data and transaction security through its Trust Center.
FAQs
Can ecommerce brands customize how Robylon’s chatbot looks and behaves?
Yes. Robylon offers complete no-code customization. Brands can edit the chatbot’s interface, colors, header image, and agent avatar, position it anywhere on their website, and modify its title, subtitle, footer links, or message sound. They can also add AI disclaimers, feedback prompts, or policy banners to match their tone and compliance needs. This ensures that every interaction feels on-brand, transparent, and consistent with the store’s customer experience.
How does Robylon’s chatbot resolve customer complaints automatically?
Robylon’s AI complaint-resolution chatbot detects negative sentiment or frustration in messages and instantly pulls related order data from connected systems like Shopify, OMS, or Freshdesk. It can issue refunds, reinitiate deliveries, or process returns in real time — all within brand policy limits. If a case exceeds defined thresholds or confidence levels, it escalates automatically to a human agent with full context. This end-to-end automation helps ecommerce brands resolve up to 95% of complaints without human intervention.
.png)
Dinesh Goel
Chief Executive Officer
